Senior Digital Support Engineer

VIC - Melbourne - 655 Collins St

Do you love the moment a stubborn problem finally gives? Service Stream is looking for a Senior Digital Support Engineer who genuinely enjoys troubleshooting - someone who takes on the complex user issues others get stuck on, digs until they find the real cause, and delivers great service the whole way through.

This is a hands on technical role, not a step into management. It blends Service Desk responsibilities with deep End User Computing (EUC) expertise across Microsoft 365, Intune and Windows 11, and suits someone who has mastered frontline support and now wants consistently harder problems.

Location: Primarily Collins Street, Melbourne. With occasional travel to our Clayton, Epping, Ferntree Gully sites.

Work type: Full time permanent.

Working requirements: 5 days on site and must be an Australian and New Zealand Citizen.

As a Senior Digital Support Engineer, you'll be the escalation point for the technical issues the wider team can't resolve. You'll work across endpoints, identity, enterprise applications and connectivity, spanning Windows 11, macOS, iOS and Android devices, Microsoft 365, Entra ID and Intune, to keep our people across Australia productive and connected.

You'll also make support better over time by finding permanent fixes rather than workarounds, automating repetitive tasks, strengthening knowledge base documentation, and lifting the technical capability of the engineers around you.

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
• Diagnose problems across endpoints, identity, connectivity and applications, using logs, event data and diagnostic tools to find the real cause rather than the symptom
• Take the complex Level 2 and Level 3 escalations others cannot resolve, and drive them through to root cause and permanent fix
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
• Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, and resolve Entra ID sign-in, MFA and conditional access issues
• Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
• Use scripting and automation, such as PowerShell, to fix recurring problems at the source and reduce repeat tickets
• Write clear knowledge base articles and mentor other engineers, so fixes stick and the whole team improves

• Must be an Australian or New Zealand Citizen
• Must hold a full Australian drivers licence
• Bachelor's degree in IT, Computer Science, or equivalent hands on experience
• 3+ years' experience in IT support, end User Compute or Service Desk environments, with demonstrated Level 3 capability
• A genuine love of troubleshooting: you are drawn to the messy, hard to reproduce problems and stay with them until they are solved
• Deep hands on diagnostic skills across Windows 11, macOS and mobile platforms, covering endpoint performance, application faults, connectivity and device compliance
• Strong Microsoft 365 administration across Exchange Online, Teams, SharePoint and OneDrive, with working knowledge of Entra ID and Intune
• A real passion for customer service: you take ownership, keep people informed, and explain technical issues in plain language rather than jargon
• Familiarity with ITSM tools such as ServiceNow or Jira, and the ability to work onsite 5 days per week and participate in rostered phone coverage

• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (MD-102), or ITIL Foundation
• Scripting experience with PowerShell for automation and bulk administration
• Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPN and Wi Fi troubleshooting

Service Stream is an equal opportunity ASX listed organisation that develops and operates Australia's essential service networks across telecommunications, utilities, transport, defence and social infrastructure. Our work supports and connects communities across the nation.

• Growth - Career development and internal mobility opportunities across our diverse business.
• Discounts - Access to hundreds of retail and service discounts including Woolworths, JB Hi Fi, Airbnb and Bupa.
• Paid leave - Parental, cultural, community service, study, corporate volunteering and purchased leave options.
• Culture - A workplace that values diversity, inclusion and celebrates excellence.

GBIS